GENERAL TERMS AND CONDITIONS

These general terms and conditions govern the relations between HOTEL ZEFIR and the guests of the hotel, in connection with the services provided. These general terms and conditions are made available to interested parties in Bulgarian, as well as in translation into other languages. In the event of a dispute regarding the content or interpretation of these general terms and conditions, or in the presence of inconsistencies and differences between the Bulgarian text and the text translated into any other language, the Bulgarian version shall apply, which shall be the dominant one.

I. ACCOMMODATION CONDITIONS

1. HOTEL ZEFIR ensures the use of the services, subject to the requested and paid reservation, in their full quantity, under the terms of the respective reservation and in accordance with these general terms and conditions. HOTEL ZEFIR provides information on the Website related to the services offered.

2. Unless otherwise agreed in a specific promotional or special offer, for the purposes of the reservation, children are considered guests aged 3 years to 12.9 years on the date of check-in, and infants are considered children aged 0 to 2.9 years on the date of check-in. A guest who has reached the age of 13 years on the date of check-in is counted as an adult.

3. Check-in at HOTEL ZEFIR is carried out upon presentation of personal documents certifying the identity of the guests. HOTEL ZEFIR administers and processes personal data in accordance with the current regulations, and any information received from or about the guests will be used solely and exclusively in connection with the reservations made and the services used and will not be provided for other purposes, except in cases expressly provided for by law.

4. Check-in and check-out

4.1. Check-in and check-out times:
- Check-in: after 2:00 PM.
- Check-out: until 12:00

4.2. In cases of earlier check-in and/or later check-out of the room, compared to the hours specified in item 4.1. above, and provided that this is possible and has been previously agreed with HOTEL ZEPHYR, an additional payment is due.

4.3. Reservations are held until 24:00 on the respective day of arrival.

5. Parking: Parking is not included in the accommodation price and is paid on site at the hotel. Please note that parking spaces belonging to HOTEL ZEFIR are subject to availability and cannot be reserved. HOTEL ZEFIR is not responsible for any damage to your vehicle in the parking area.

6. Pets. Pets are not allowed at HOTEL ZEFIR.

II. RESERVATION CONDITIONS

The contract is considered concluded upon confirmation of the reservation by HOTEL ZEFIR, as well as payment of its full value. By making an online reservation, you confirm and accept these general terms and conditions. The mere viewing of the Website does not create any agreement between HOTEL ZEFIR and the Guests.

1. How to book
Reservations at HOTEL ZEFIR can be made as follows:
- By phone +359 (0) 886497722 or by e-mail at bookings@hotelzefir.com
- Online via the website www.hotelzefir.com
- Directly at the hotel

1.1. Reservation by email and phone
When making a reservation by email or phone, you need to send us an inquiry at bookings@hotelzefir.com or call +359 (0) 886497722, providing information about the guest's name, period of stay, number of nights, number of adults and children (age at the time of check-in), after which you will be provided with a price offer for accommodation by email or phone.

1.2. Online booking
You can make an online reservation through the online booking module on our website after entering the necessary parameters, such as period of stay, number of persons (adults and/or children), age of children at the time of check-in, and select the desired room type.

1.3. On-site reservations directly at the hotel
When making a reservation on site, you need to provide us with the guest's name, period of stay, number of nights, persons (adults and/or children), age of children at the time of check-in, number of adults and children (age), after which you will be provided with a price quote for accommodation. The price quote can be submitted on paper or by email.

2. Booking confirmation
Your reservation is considered confirmed upon receipt of an automatic confirmation with the corresponding reservation number to the email address you provided when booking online. the reservation system of HOTEL ZEFIR; or from the email address bookings@hotelzefir.com  of HOTEL ZEPHYR. The confirmed reservation is NOT GUARANTEED until a payment of 100% of the reservation value is made. Only after receiving the full amount of the reservation, it is considered GUARANTEED.

3. Issuance of an invoice
If you wish the invoice for the payment made to be issued to a legal or natural person, you must send us the data listed below in advance to e- mail : bookings@hotelzefir.com or provide them to us on site if the payment will be made at reception or note this information in the comments field when booking online.
•    Invoice data for a legal entity: Company name; Company address; Ind. number/VAT number; Company's MOL
•    Invoice data for an individual: The three names of the guest; The guest's address; The guest's personal identification number
No adjustments are allowed on invoices that have already been issued and posted. If guests send a request to issue an invoice to an individual or legal entity after the payment has already been received in the hotel's bank account, the request will not be fulfilled.

III. PRICES

1. All prices indicated on the Website of HOTEL ZEFIR are in BGN (or in the selected currency), per room, per day and include VAT, tourist tax and insurance. The prices are valid for the period indicated on the Website. In the presence of announced special and/or promotional package offers, the prices are indicated for the applicable period in relation to them. The total amount due for each specific reservation is calculated automatically depending on the number of days, the number of adults and children, and the selected current or applicable price offer for the relevant period.

2. Prices associated with booking the Services are indicated before and during the booking process.

3. All reservations, regardless of their origin, must be paid in the hotel's currency, unless special provisions are stated in the hotel.

4. Currency conversions are shown for informational purposes only, never for contractual purposes. Only the currency confirmed at the time of booking is guaranteed (if this currency is different from the hotel currency, the currency conversion costs are borne by the person making the relevant payment).

5. HOTEL ZEFIR reserves the right to change prices and special offers depending on the hotel's occupancy.

6. Promotional offers are valid only for reservations made during the period in which the promotion is announced, under the relevant conditions, and cannot be a reason for a request by a guest who has already booked for a price reduction, refund of the price difference, or grounds for a complaint.

7. The price offer displayed on the website is based on the tariff valid for the user's country of residence, using the user's IP address as a reference.

8. The final price of the reservation is not subject to change in the event of a change in the amount of taxes or fees on the services included in the contract, imposed by a third party not directly involved in the performance of the services, including tourist taxes, VAT, etc.

IV. PAYMENT METHODS

1. Payment on site: Payment can be made by the User in cash or by card at the hotel reception.

2. Payment by bank transfer: Payment for the reservation can be made by bank transfer to the bank accounts specified in the reservation confirmation, in euros or leva. All bank fees and transfer costs are at the expense of the client. When making the bank transfer, please enter the name of the person who will use the paid reservation, hotel and reservation number as the basis for payment.

3. Payment via virtual POS terminal. HOTEL ZEFIR respects your privacy. To protect you from fraud when making a payment by bank card, we apply the best practices recommended by international card organizations. The security of entering and transmitting card data is guaranteed by using the SSL protocol to encrypt the connection between our server and the corresponding payment page of our bank. The authenticity of your bank card is verified by entering the card verification value (CVV2). In addition, to identify you as a cardholder , the payment server of our e-commerce bank supports the authentication systems of international card organizations - confirmed by the secure VISA and MasterCard security code , in case you are registered to use them. Your personal data will be used only for the purposes of processing the reservation and payment and will not be disclosed to third parties, except for legal grounds.

4. Transaction receipt. If the transaction is processed successfully, a transaction receipt will be displayed on the screen, which you should print and save. We accept payments with MasterCard , Visa and Visa Electron . Check with your bank card issuer whether it is compatible with online transactions. The transaction currency for bank card payments is leva.

5. Payment with a bank card whose name is different from the one on the reservation. In case the cardholder is not the person who will be staying at the hotel, he will be required to provide additional information, in addition to that normally required within the purchase process. If this information is not provided correctly and completely, payment must be made in advance, at the hotel or by bank transfer, in order to guarantee the reservation.

6. Currency conversion . In the event of currency conversion as a result of a payment made in another currency, any difference in the total value of the reservation shall be borne by the payer. When paying in euros, the amount of the reservation shall be calculated at the national fixed exchange rate of 1 EUR = 1.95583 BGN. In the event of a change in the fixed exchange rate of the BNB of the euro against the lev, the change shall be applied automatically upon its announcement by the BNB, regardless of the value specified in these general terms and conditions.

After successful payment of the reservation amount, you will receive confirmation, number and parameters of your guaranteed reservation.

V. CONDITIONS FOR CANCELLATION AND CHANGES TO THE RESERVATION

1. Cancellation and changes to the reservation by the guest

1.1. During the booking process, the cancellation deadline and the amount of the cancellation penalty are clearly stated. The cancellation deadline is linked to the start date of the booked service and the amount of the cancellation penalty depends on the total amount due for the booking. Please pay attention to these cancellation conditions when making your booking to avoid penalties for cancellation or no-show or early termination of your stay.

1.2. If you cancel your reservation before the cancellation deadline specified during the booking process, no cancellation fee will be charged and you will receive a full refund of all amounts paid. Refunds are made via bank transfer after the guest provides information about their bank account number, bank address, and personal address. If there is a need to refund an amount paid by card by the guest, the corresponding amount will be reimbursed through a card transaction on the same card. The refund transfer is not an automatic process and is carried out within 30 calendar days from the date of receipt of the necessary information from the guest, as described in the previous sentence.

1.3. Unless otherwise provided in the terms of the specific reservation and the cancellation is made less than 7 (seven) days before the date of check-in, in case of no-show on the day of check-in or early termination of the stay, HOTEL ZEFIR retains as compensation (penalty) the full amount of the amount paid for the reservation.

1.4. Cancellation is made by sending an email to bookings@hotelzefir.com , which should contain the reservation number, as well as details of the guests and dates of stay. You will be informed upon successful cancellation of the reservation.

1.5. In the event of early departure* of all or some of the guests on the specific reservation, regardless of the reason for this, HOTEL ZEFIR is due compensation (penalty) in the amount of the reservation value for the period of the unrealized nights.

1.6. A change to a reservation made could be made by the guest in the following way: via email bookings@hotelzefir.com .

1.7. Changes in the characteristics of the services, price, payment terms and cancellation policy are allowed only under the conditions specified below, and the change may be additionally charged.

1.8. Changing the reservation period is allowed only after confirmation by the Hotelier. When changing the stay, if a price offer with a lower price is available for the period newly selected by the guest, the difference between the price due/paid for the changed reservation and the price offer applicable after the change is due to HOTEL ZEFIR as compensation. In case the current price is higher and/or the new reservation period is in a more expensive price period, the guest is liable to pay the difference.

1.9. A change in the number of guests by the guest in the direction of increasing the beds/rooms in the reservation is allowed only after confirmation by the Hotelier that the service can be performed for the additional guests and after agreeing on the terms and amount of the additional payment. A reduction in the number of guests is allowed without any fees or penalties if the change in the number is during the free cancellation period . After this period, when reducing the number of guests in the reservation, the cancellation conditions apply and are allowed only after confirmation by the Hotelier and agreement on the terms of the change.
* Early departure is considered any departure from the hotel and vacating a bed/room before the originally booked check-out/departure date. In cases where guests intend to leave early, but this happens after 11:00, the hotel will consider this day as used by the guest and will not be included in the compensation due to HOTEL ZEFIR.

2. Cancellation and changes to the reservation by HOTEL ZEFIR.

2.1. HOTEL ZEFIR has the right, unilaterally and without owing any compensation and/or penalties, to cancel a reservation during the guest's stay in the following cases:
- In the event of behavior by a guest or his/her companion that, according to the Hotelier or its representatives, contractors and/or employees, causes danger, stress, harm, anger or serious inconvenience to other guests, employees or partners or creates a risk of damage to the property of the Hotelier or third parties.
- In case of violation of the Hotel ZEFIR Policy.

2.2. If HOTEL ZEFIR cancels a reservation for reasons other than those specified in item 2.1. of this section V, the guest has the right to receive a refund of the amounts paid for the canceled reservation within 30 (thirty) days from the date of receipt of a written request from the guest.

2.3. For cancellation of a reservation for the reasons specified above in points 2.1. and 2.2., the guest will be notified, whenever possible, through the communication channel used when confirming the reservation, by email or otherwise, including by telephone.

2.4. HOTEL ZEFIR reserves the right to change the accommodation to one of the same or higher category, under the same conditions of accommodation and meals, in another hotel. In the absence of agreement, the guest may cancel the reservation free of charge and receive a refund of 100% of the amount paid by him. The hotelier notifies the guest by email or telephone about the change, and by the deadline specified in the notification, the guest must inform the hotelier of his decision. In the absence of notification, it is assumed that the guest has accepted the change. When accepting a replacement service with a lower price, the guest has the right to a refund of the difference in price.

3. Force Majeure. Neither party to the reservation agreement shall be liable to the other party if its performance is prevented by force majeure circumstances that the affected party could not reasonably have foreseen and the consequences of which are beyond its control (except for the settlement of payments), which includes without limitation natural disasters, military actions, strikes, epidemics, earthquakes, fires, floods, government decisions. Damages caused by force majeure shall be borne by the party to this Agreement to which they are caused. Both parties to the Agreement shall take joint actions to reduce the negative consequences resulting from the occurrence of force majeure circumstances.

VI. ZEFIR HOTEL POLICY

1. At HOTEL ZEFIR, we strive to provide all our guests with a high level of quality, comfort, peace of mind and security. HOTEL ZEFIR's policy aims to support and guarantee the maximum safety and satisfaction of our guests.

2. The hotel's policy is non-discriminatory on the basis of race, color, national origin, religion, sex, marital status, age, ethnicity, or disability. All guests and staff are expected to comply with this policy and the hotel reserves the right to remove any person or persons found to be in violation of this policy.

3. Access to the room by HOTEL ZEFIR employees: The HOTEL ZEFIR team reserves the right to access the rooms for the purpose of cleaning, maintenance, checking the condition of the furniture and appliances in them or for the purpose of preventing incidents or stopping unacceptable behavior by guests that is contrary to HOTEL ZEFIR policy.

4. Towels. We do not allow the use of towels from your room in the pool or beach area. Information regarding the use of towels for use of the pool and beach will be provided at the reception.

5. Evacuation Instructions: Please familiarize yourself with the emergency instructions as well as the Evacuation Plan located on the inside of your room door.

6. Safe. At your disposal, in the hotel lobby there is a safe for hotel guests for a fee. HOTEL ZEFIR recommends that you store your valuables in it.

7. Pool/Beach. Guests are required to comply with the rules for using the pool and the rules of conduct on the beach, which are indicated at the relevant sites.

8. Restaurants. Food and beverages cannot be taken out of restaurants due to public requirements and HACCP regulations.

9. A dress code of casual attire is recommended in all public areas of the hotel . Guests may wear swimwear only in the hotel swimming pool area. Dress code for dinner – casual (shorts are allowed, except for beachwear, flip-flops and sleeveless shirts). Please read the information in the hotel description.

10. Smoking. Smoking in the rooms and in all indoor areas on the territory of HOTEL ZEFIR is prohibited.

11. Damage or theft of hotel or other property. Each guest is responsible for any damage (intentional or unintentional) on the territory of the complex, caused personally by him. HOTEL ZEFIR has the right to charge the account of those responsible for the damage caused to the property of HOTEL ZEFIR, in the amount according to the price list provided at the reception, which amount the guest must pay.

12. Rude and aggressive behavior, obscene language, shouting, insults, as well as any kind of physical or verbal assault on the personality of other guests and/or hotel staff are not allowed on the territory of HOTEL ZEFIR.

13. HOTEL ZEFIR is not responsible and does not owe any refunds and/or payment of compensation to the guest in the event of:

- Loss, damage or destruction of valuables, money, documents and other items left in the hotel room or other place on the hotel premises;

- Incorrect filling out of the reservation form by the guest or his proxy/representative;

- Damages or cancellations due to actions of third parties, including border and customs services, airlines, bus and rail carriers, regardless of whether due to these actions the guest(s) missed part of the service or even the entire service;

- Services that complement the tourist program or stay at HOTEL ZEFIR, performed by third parties, which are formed with separate documents for their implementation - tickets: plane tickets, ferry tickets, bus tickets on regular bus lines, etc. In these cases, the specific service provider is responsible for property and non-property damages to the guest;

- Technical failures in the accommodation or its facilities used by the guest, due to which part or all of the service cannot be performed;

- In case of refusal, deviation or omission by the guest/guests from the consumption of paid services;

HOTEL ZEFIR reserves the right to change its GENERAL TERMS AND CONDITIONS and POLICY.
CONTACTS:
Address: Sunny Beach Resort , Zefir Hotel
Phone +359 (0) 886497722
Email bookings@hotelzefir.com